Customer Service related FAQs
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Question 1: Do you have 24/7 support?
Answer: Yes, we provide 24/7 service for ticketing and post-ticketing issues.
Question 2: How will the customer report incidents for issues detected by a customer?
Answer: Atlas' ATRIP (Air Travel Retailing & Information Platform) can be used to report any product or technical issues using the Service Request (SR). Depending on the nature of the issue, the dedicated team will address it. Escalations can be raised directly to the account manager.
Question 3: Business hours that Atlas will be able to support its customers. Please specify days and hours and time zone.
Answer: We have operations teams providing support 24 hours a day, 365 days a year (366 days during leap year).
Question 4: Will after-hours support be available?
Answer: Yes, we provide 24/7 support, 365 days a year (366 during leap years).
Question 5: Does Atlas have an incident escalation procedure if an incident needs to be escalated due to a lack of progress in its resolution?
Answer: Yes, in the rare instance where escalation is required, please email .
Question 6: Is Atlas able to provide a post-mortem report for incidents relating to Severity 1 and Severity 2 reported incidents?
Answer: Yes. Our Product/Tech team will respond with the details of the issue upon request.
Question 7: How to access Customer Service for Atlas?
Answer: Raise a service request via ATRIP. Our operations team representative will process the request and reply with the details.
Question 8: How long does it take to issue tickets?
Answer: Atlas provides auto-ticketing for all airlines and fare types. 95% of bookings are issued within 5 minutes, and more than 99% within 1 hour.
Question 9: How to find the email ID for "Manage My Booking"?
Answer: This information appears in the order details in both the API and Atrip Flight Deck.
In the API, you can find it under the tag airlineBookings→mmbEmail.
In Atrip Flight Deck, it's located under Manage Booking → MMB Login E-mail.
Question 10: How to find the credentials you create for a particular booking?
Answer: This information appears in the order details in both the API and Atrip Flight Deck.
In the API, you can find it under the tag airlineBookings→extras.
In Atrip Flight Deck, it's located under Manage Booking → Extra Info. Click the "View" button to see the details.
Question 11: How to find the confirmation number, apart from the airline PNR, for Japanese airlines such as HD and 7G?
Answer: This information appears in the order details in both the API and Atrip Flight Deck.
In the API, you can find it under the tag airlineBookings→extras.
In Atrip Flight Deck, it's located under Manage Booking → Extra Info. Click the "View" button to see the details.
Question 12: How can I get schedule change notifications?
Answer:
Airline Notifications: Airlines send schedule change notification emails to the contact email address. Regularly check the contact email inbox.
Atlas Notifications:
If you use Atlas Email Service, Atlas will send schedule change notifications via webhook when we receive the airline's schedule change email.
These notifications are also visible in the Incident Management section of Atrip Flight Deck under the category Schedule Change—Email Notification.
Monitoring Notifications: Atlas monitors flight status before departure. If we detect a schedule change during monitoring:
An API notification is sent via webhook.
These notifications are visible in the Incident Management section of Atrip Flight Deck under the category Schedule Change—API Notification.
Question 13: How can I identify if this PNR has a schedule change?
Answer:
Airline Notifications: Airlines send schedule change notification emails to the contact email ID. Check the contact email inbox.
Atlas Email Service: If using Atlas Email Service, view emails received by the order contact in the Email List tab of the order details.
Airline Website: Log into the airline's official website Manage My Booking (MMB) to check for schedule changes.
If a schedule change is displayed, it confirms the change has occurred.
If no change is shown, check the Flight Status section for flights departing soon.
Flight Status:
If the flight shows as canceled or the departure time has changed, this indicates a schedule change.
If the flight status is normal and the departure time remains unchanged, no schedule change has occurred.
Contact the Airline: If you are still unsure, contact the airline's customer service center or live chat for confirmation.
Question 14: Does Atlas have Post Ticketing Services?
Question 15: What is the L2B given to the customer?
Answer: Atlas recognizes the need for a high L2B ratio for our customers. Atlas has a very generous L2B ratio, which can vary from customer to customer. Your Business Development Director will provide you with further details.
Question 16: Do we have any options/mechanism to get notified if there is a schedule change for any of the PNRs?
Answer: The airline will send an email or SMS to the email ID or mobile number provided by the customer. Atlas also offers a webhook as a supplementary option, which, if configured, will push the schedule change information to our customers.
Question 17: Are changes/cancellations/refunds done in an automated manner? If not, do you have an SLA for manual support?
Answer: We have an automated process for cancellations and refunds. We are working on automating more post-ticketing services. Please contact your Business Development Director for Atlas SLA details, if required.
Question 18: Can we VOID the tickets after issuance?
Answer: Atlas does not currently support the voiding of tickets. This feature is under development and will be available soon. In the meantime, you may directly approach the airline if the ticket is to be voided.
Question 19: Will Atlas provide a tax refund?
Answer: Yes, if the airline accepts tax refunds after a no-show. Note that a transaction fee will apply for the tax refund.
Question 20: Is the refund processed to the original form of payment?
Answer: Yes. The refund will be sent by the airline to the original form of payment. If the payment was made via VCC, the airline will credit the VCC of the customer, and the customer will need to check the VCC statement. For payments made via deposit, Atlas will receive the refund and credit the customer's deposit account.
Question 21: How much fee does Atlas charge in exchange for its API?
Answer: Fees are determined by the contract signed with Atlas. If you fill out the contact form, we can connect you with a local Atlas representative who can explain our pricing model in your country. Pricing may vary due to differences in currencies and regional regulations.
Question 22: When there is a schedule change, will an ancillary from the original flight be transferred to the new flight?
Answer: It depends on the ancillary. For baggage, the answer is "yes." However, seats would need to be rebooked according to the airline's policy.
Question 23: After the schedule change, when the customer retrieves the PNR using the queryPNRDetails API, will the changed information be available?
Answer: At the moment, only the original flight information is shown, not the updated flight information. We welcome your feedback on whether you would prefer the queryPNRDetails API to display the original or the changed information.
Question 24: Can you create specific cache data for clients' fare data?
Answer: Currently, we maintain a general cache pool, but we also have the capability to deploy client-specific caches based on the client's account. Please contact your Business Development Director for further details.
问题1: 你们是否提供全天候支持？
答案: 是的，我们为机票和售后问题提供24/7服务。
问题2: 客户应该如何报告客户发现的问题？
答案: 可以使用Atlas的ATRIP（航空旅行零售和信息平台）来报告任何产品或技术问题，使用服务请求（SR）。根据问题的性质，专门团队将进行处理。可以直接向客户经理提出升级请求。
问题3: Atlas能够在哪些时间支持其客户？请具体指定日期、时间和时区。
答案: 我们的运营团队全年24小时、365天（闰年366天）提供支持。
问题4: 是否提供售后支持？
答案: 是的，我们提供全天候支持，365天（闰年366天）。
问题5: Atlas是否有事故升级程序，如果事故因解决方案的缺乏进展而需要升级？
答案: 是的，罕见情况下需要升级时，请发送电子邮件至customerfeedback@atlaslovestravel.com。
问题6: Atlas能够就一级和二级严重度的报告事故提供事后报告吗？
答案: 是的，我们的产品/技术团队将根据要求提供问题的详细信息。
问题7: 如何接触Atlas客户服务？
答案: 通过ATRIP提出服务请求。我们的运营团队代表将处理请求并回复相关详情。
问题8: 出票需要多长时间？
答案: Atlas为所有航空公司和票价类型提供自动出票。95%的预订在5分钟内完成，超过99%在1小时内完成。
问题9: 如何找到“管理我的预订”的电子邮件地址？
答案: 此信息出现在API和Atrip Flight Deck的订单详情中。
在API中，您可以在airlineBookings→mmbEmail标记下找到。
在Atrip Flight Deck中，它位于管理预订→MMB登录电子邮件下。
问题10: 如何找到为特定预订创建的凭证？
答案: 此信息出现在API和Atrip Flight Deck的订单详情中。
在API中，您可以在airlineBookings→extras标记下找到。
在Atrip Flight Deck中，它位于 Manage Booking → MMB Login E-mail 下。点击“view”按钮查看详情。
问题11: 除了航空公司PNR外，如何找到类似HD和7G的日本航空公司的确认编号？
答案: 此信息出现在API和Atrip Flight Deck的订单详情中。
在API中，您可以在airlineBookings→extras标记下找到。
在Atrip Flight Deck中，它位于 Manage Booking → Extra Info 下。点击“view”按钮查看详情。
问题12: 如何获取航班变更通知？
答案:
航空公司通知：航空公司将航班变更通知发送至联系电子邮件地址。请定期检查联系电子邮件收件箱。
Atlas通知：
如果您使用Atlas电子邮件服务，Atlas将在接收航空公司的航班变更电子邮件时通过网络钩子发送航班变更通知。
这些通知也可以在Atrip Flight Deck的 Incident Management 部分中的 Schedule Change—Email Notification 类别下可见。
监控通知：在航班起飞前，Atlas会监测航班状态。如果我们在监测中检测到航班时间表变更：
将通过网络钩子发送API通知。
这些通知也可以在Atrip Flight Deck的 Incident Management 部分中的 Schedule Change—API Notification 类别下可见。
问题13：我如何确认此PNR是否有航班时间变更？
答案：
航空公司通知：航空公司会向联系邮箱发送航班时间变更通知电子邮件。请检查联系邮箱收件箱。
Atlas电子邮件服务：如果使用Atlas电子邮件服务，可以在订单详情的 Email List 选项卡中查看订单联系人收到的电子邮件。
航空公司网站：登录航空公司官方网站的“ Manage My Booking (MMB)”页面，查看航班时间变更信息。
如果显示有航班时间变更，那就确认变更已经发生。
如果未显示任何变更，请检查即将起飞的航班状态。
航班状态：
如果航班显示为取消或离港时间已更改，说明发生了航班时间变更。
如果航班状态正常且离港时间未更改，则未发生航班时间变更。
联系航空公司：如果仍然不确定，请联系航空公司客户服务中心或在线聊天以进行确认。
问题14：Atlas是否提供售后服务？
答案：Atlas API支持售后流程。API允许进行售后功能，如购买辅助服务、取消请求和退款处理。请参阅API参考部分获取更多信息(链接)。您也可以联系我们的API支持团队或客户服务中心，以了解任何售后查询。
问题15：给客户提供的L2B是什么？
答案：Atlas认识到客户对高L2B比例的需求。Atlas拥有非常慷慨的L2B比例，具体比例会因客户而异。您的业务发展总监将提供更多详细信息。
问题16：我们是否有任何选项/机制可以在PNR发生航班时间变更时收到通知？
答案：航空公司将向客户提供的电子邮件地址或电话号码发送电子邮件或短信通知。Atlas还提供webhook作为辅助选项，如果配置了，将向我们的客户推送航班时间变更信息。
问题17：更改/取消/退款是否以自动方式进行？如果不是，是否提供手动支持的SLA？
答案：我们针对取消和退款有自动化流程。我们正在努力自动化更多的售后服务。如果需要Atlas的SLA详细信息，请联系您的业务发展总监。
问题18：我们是否可以在出票后作废机票？
答案：Atlas目前不支持作废机票。此功能正在开发中，即将推出。与此同时，如果需要作废机票，您可以直接联系航空公司。
问题19：Atlas会提供税金退款吗？
答案：是的，如果航空公司接受延误或未出现后的税金退款。请注意，退款将收取交易费用。
问题20：退款会返回到原支付形式吗？
答案：是的。退款将由航空公司退回至原支付形式。如果支付是通过虚拟信用卡(VCC)进行的，航空公司将退还款项至客户的VCC，客户需要查看VCC对账单。对于存款支付，Atlas将收到退款并将其存入客户的存款账户。
问题21：Atlas为其API收取多少费用？
答案：费用由与Atlas签订的合同决定。如果您填写联系表格，我们可以为您联系当地的Atlas代表，他们可以解释我们在您国家的定价模型。由于货币差异和区域法规的不同，定价可能有所不同。
问题22：在航班时间变更后，原航班的辅助服务会转移到新航班吗？
答案：这取决于辅助服务的类型。对于行李而言，答案为“是”。不过，座位根据航空公司政策需要重新预订。
问题23：在航班时间变更后，如果客户使用queryPNRDetails API检索PNR，变更信息会显示吗？
答案：目前，只显示原始航班信息，而不是更新后的航班信息。我们欢迎您对queryPNRDetails API显示原始或变更信息的偏好提供反馈。
问题24：您是否可以为客户的票价数据创建特定的缓存数据？
答案：目前，我们维护一个通用的缓存池，但我们也有能力根据客户的账户部署特定的客户专用缓存。请联系您的业务发展总监获取更多详细信息。
Answer: Atlas API supports the post-ticketing process. The API allows for post-ticketing functions such as purchasing ancillary services, cancellation requests, and processing refunds. Please refer to the API Reference section for further information (). You can also reach out to our API support team or the Customer Service Centre to investigate any post-ticketing queries.